Technical Support Consultant - Enterprise Management

Location AU-Sydney
Job ID
Customer Support and Service
Position Type


Responsible for the delivery of professional, efficient and friendly first and second level support for business partners on functionality for assigned Sage products.


  • Provide partners with exceptional and accurate technical support by resolving technical support issues and providing advice in an effective and timely manner, and proactively liaising with other internal departments and vendor support desks to provide seamless support
  • Actively manage and progress the helpdesk queue, keeping key stakeholders advised as to the status of their issue, and accurately logging and updating all records  in a timely manner
  • Enable product enhancement and the addressing of educational requirements for the certified consultant community by escalating opportunities and issues to appropriate manager as necessary
  • Enable preparedness for and/or prevention of potential problems that may affect the Sage client base at large by proactively escalating such concerns to the appropriate manager
  • Ensure certified consultants are qualified to provide first class support to partners through relevant and effective product training from a technical and functional perspective
  • Manage ability to support partners and anticipate needs by proactively acquiring and maintaining knowledge of Sage products, industry specific pain points and customer needs
  • Assist with other business related activities as required by the business from time to time


Must have:

  • Ability to work as a member of a team
  • Ability to work independently
  • High level communication & customer service skills
  • Good organization / multi-tasking skills
  • Experience in a support desk role
  • Experience with relevant software solutions and systems
  • Experience troubleshooting and researching for solutions
  • Experience in MS Windows security model and best practices
  • Firm understanding of SQL Server management and administration
  • Firm understanding of business requirements and practices relevant to assigned business partners/Sage products
  • Ability to train using adult learning principles
  • Ability to problem solve and complete technical analysis of the Sage X3 Product (enterprise management)


  • Experience writing Crystal Reports, SQL Server Reporting Services or similar
  • Experience developing in JavaScript and HTML
  • Experience with open source web servers
  • Experience writing VBA Macros
  • Experience in software solutions and product implementation and consulting

Company Information

Our Story

Sage is the market leader for integrated accounting, payroll and payment systems, supporting the ambition of the world’s entrepreneurs.


Like many of the businesses we serve, Sage began as a small business and has grown beyond what seemed imaginable. Today over 13000 colleagues now support millions of entrepreneurs across 23 countries as they power the global economy.

It is these entrepreneurs who are the drivers of prosperity and it’s our privilege and honour to serve them. We take real pride from how many of our customers have flourished and, that our products have grown with them as they moved from start-up to successful, international businesses.

In a world where only the voices of the biggest are heard, we will always fight to hear the voice of the entrepreneur.


An innovator today and tomorrow     

Our smart people use the smartest technology to reinvent and simplify business accounting - working with a thriving community of entrepreneurs, business owners, tradespeople, accountants, partners and developers. 

We enable our customers to focus on their business and help them to leapfrog to the future.


Inventing the future 

We are changing the way that millions of businesses track the movement of money through their business. We are also changing the way we do business. And as a FTSE 100 business we believe in a socially-responsible world and we are active in supporting our local communities and invest in making a real difference through the philanthropy of the Sage Foundation. Our Sage Foundation is based on the 2+2+2 model - 2% of free cash flow, 2% of colleagues' time and up to 2 free products each year to charitable organizations. Colleagues are empowered to give to the causes that matter to them.

Our customers make life-sacrifices. They take risks to follow their dreams and pursue their passions and, on this, global prosperity is built. They deserve a bigger voice and we will always work hard to champion this noble cause.


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